Tonal
Fitness Tech
Manager,CustomerSuccess(B2B)
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optimal for Mid candidates.
“Manager, Customer Success (B2B) at Tonal. Skills: Customer Success, Account Management, Operational Execution, B2B Accounts. Lead and develop the B2B Success team. Establish standard operating procedures”
What You'll Achieve.
Driving retention, renewals, and expansion across our commercial Member base; Turn high-volume installations and customer experience into a seamless, data-driven engine for retention, renewals, and account growth; Bridge sales handoff to durable retention, renewal, and expansion outcomes; Define the operational lifecycle from contract signature through installation, renewal, and multi-year expansion; Provide a unified, data-driven view of account health and renewal potential; Accelerate high-volume B2B rollouts; Align B2B operational capacity with broader corporate growth targets and revenue goals; Ensure our partners receive the highest tier of technical support and care – protecting renewal health and unlocking expansion opportunities; Build the business case for full-scale rollouts; Drive upsells within the existing B2B footprint; Protect recurring B2B revenue; Prove ROI to both partners and Tonal’s Senior Executive team; Turn experiments into repeatable, scalable Standard Operating Procedures (SOPs) that drive both operational results and predictable revenue; Ensuring execution hurdles are cleared and commercial rollouts remain on schedule
Industry & Context.
What They're Looking For.
Must Have
3–5+ years of experience leading a revenue focused team in B2B Customer Success or Account Management, experience involving complex hardware deployments in fitness tech, hospitality, or corporate wellness, Data-Driven Leader and Operator, Player/Coach DNA, scalability mindset, infrastructure focused systems thinker, grit
What You'll Do.
Lead and develop the B2B Success team
Establish standard operating procedures
Architect the B2B Commercial Playbook
Define the operational lifecycle
Synthesize operational data and partner feedback
Oversee the White Glove deployment process
Ensure complex hardware installations meet standards
Own the Sales-to-Operations hand-off
Translate client needs into actionable plans
Serve as the primary strategic lead for high-value accounts
Conduct Business Reviews
Collaborate cross-functionally to architect B2B tech infrastructure
Act as the strategic liaison between commercial and operations teams
Streamline installation and servicing workflows
Remove execution friction
Collaborate with Senior Executive Team
Align B2B operational capacity with growth targets
Collaborate with Care Operations Leadership
Align on the B2B service model
Contribute to the design of Proof of Concept installations
Analyze in-market performance and usage trends
Identify land and expand opportunities
Lead Growth Experiments
Manage the renewal pipeline
Identify operational risks early
Implement retention strategies
How You'll Work.
Team & Collaboration
Act as the operational glue between Sales, Logistics, Field Operations / Servicing, and Care; Collaborate cross-functionally to architect the B2B tech infrastructure, synchronizing Sales, Care Operations, Logistics, Field Operations with order and contract management systems; Act as the strategic liaison between commercial and operations teams; Collaborate with the Senior Executive Team to align B2B operational capacity with broader corporate growth targets and revenue goals; Collaborate with Care Operations Leadership to align on the B2B service model; Partnering with Sales to drive upsells within the existing B2B footprint; Actively coordinate across Finance, Logistics, Field Operations, and Care
Full Job Description
Overview The Manager, Customer Success (B2B) is a leadership role that combines high-touch account management with deep operational execution. You are responsible for the commercial health of our B2B accounts — spanning corporate wellness and hospitality, ensuring that Tonal equipment is installed efficiently, utilized fully, and driving retention, renewals, and expansion across our commercial Member base. Acting as the operational glue between Sales, Logistics, Field Operations / Servicing, and Care, you will lead a specialized team to deliver complex hardware install implementations, provide operational leadership, and build the playbooks that turn high-volume installations and customer experience into a seamless, data-driven engine for retention, renewals, and account growth. What You Will Do: Leadership + Strategic Operations - Lead and develop the B2B Success team (currently two staff members), establishing the standard operating procedures (SOPs) that bridge sales handoff to durable retention, renewal, and expansion outcomes. - Architect the "B2B Commercial Playbook," defining the operational lifecycle from contract signature through installation, renewal, and multi-year expansion. - Synthesize operational data and partner feedback to act as a key commercial stakeholder, influencing the product and logistics roadmap for B2B-specific needs. Deployment + Account Infrastructure - Oversee the "White Glove" deployment process for key commercial accounts, ensuring complex hardware installations meet Tonal’s premium brand standards. - Own the Sales-to-Operations hand-off, translating client needs from the B2B Sales Manager into actionable plans for the installation phase and beyond. - Serve as the primary strategic lead for high-value accounts, conducting Business Reviews that focus on operational performance, commercial ROI, and renewal and expansion planning. Cross-Functional Orchestration - Collaborate cross-functionally to architect the B2B tech infrastructure, s
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